Business Banking - Cross Skills Specialists III

Make your mark by helping Business Banking clients get fast, accurate support when they need it most. You will be part of a team that protects clients and the firm while delivering a high-quality service experience. Bring your customer focus, curiosity, and problem-solving skills to resolve issues end to end. You will have opportunities to broaden product knowledge and strengthen operational and risk capabilities. Join us to grow your skills and help improve how we serve our clients.
Job summary
As a Cross Skill Specialist in Business Banking Client Operations, you will support internal partners and external clients by resolving service requests through email and phone channels. You will handle account opening and maintenance activities, billing and servicing inquiries, and electronic transaction investigations, while following established procedures and controls. You will identify potential fraud concerns, complete required verification steps, and escalate issues when needed. You will document outcomes accurately and partner with other teams to drive timely resolution. You will also help identify recurring issues and recommend process improvements that enhance the client experience.
Job responsibilities
Respond to client and internal partner requests through email and phone, providing timely, accurate updates and resolution
Process account opening, account maintenance, and servicing requests in accordance with policies, procedures, and controls
Investigate electronic transactions and servicing issues to determine root cause and appropriate next steps
Complete required verification steps and support new account screening activities to address potential fraud concerns
Apply sound judgment to balance client experience, operational risk, and firm protection requirements
De-escalate difficult interactions using strong service skills and clear, professional communication
Escalate issues that cannot be resolved within expected service timeframes or that create potential client or firm risk
Partner with internal teams to research and resolve complex cases, including fraud-related and billing-related inquiries
Document actions taken and outcomes in the firm’s system of record, ensuring accurate and complete case notes
Monitor personal productivity and quality expectations and manage time effectively to meet defined performance measures
Identify recurring themes and recommend improvements to procedures, templates, and workflows to reduce future issues
Required qualifications, capabilities, and skills
Three years of client service and/or operations experience
Experience handling a high volume of client requests through email and phone channels
Knowledge of common business banking products and transactions, such as deposit accounts, demand deposit accounts, and the Automated Clearing House network
Ability to follow written procedures and controls to support accurate servicing and risk management
Strong written and verbal communication skills, including the ability to explain processes clearly to clients
Demonstrated ability to set expectations, provide updates, and follow through to closure
Proven ability to use judgment to identify risk indicators and escalate appropriately
Strong attention to detail with consistent accuracy in documentation and processing
Effective time management skills with the ability to prioritize multiple requests in a fast-paced environment
Ability to work collaboratively with teammates and internal partners to drive resolution
Strong problem-solving skills, including the ability to research across systems and resources
Preferred qualifications, capabilities, and skills
Experience supporting fraud remediation, verification, or account screening activities
Familiarity with case management or workflow tools used to track and document client requests
Experience supporting internal relationship managers or field teams serving business clients
Experience coaching or mentoring less experienced teammates
Experience working with defined service level targets and quality measures
Experience supporting more than one Line of Business.
Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence.
All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives and Employees in Personal Relationships Policy.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s Human Resource (HR) Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you’re unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.